As the Customer Support Agent, you will support and maintain excellent customer relationships, with efficient and effective communication throughout the customer journey. The purpose is to support and promote the business as a luxury brand to our customers in all that we do. This position is based at the office in Goring-on-Thames with occasional travel to the Distribution Centre in Northamptonshire.

Key Duties

• All aspects of D2C Customer support, to include warranty claims, collections, return and refunds.
• Collaborate and assist with all customer service queries.
• Conduct warranty investigations and efficiently advise in accordance with the company’s warranty, customer service terms and guidelines.
• Deliver detailed support advice and management within the guidelines across our CRM systems.
• Resolve customer queries on chat, phone, and email simultaneously.
• Manage time effectively across your duties to ensure that SLA’s are met.
• Consult other departments on product queries as required.
• Consult other departments on ad hoc duties such as delivery procedures.
• Operational team planning to include goal setting, training and performance management.
• Key point of escalation for all customer and operational queries

eCommerce administration:

• Confidently operate Sage 200 for customer queries and E-commerce administration.
• Administer telephone orders, discounts, and payment disputes.
• Collaborate with returns, coordinating return deliveries, refunds and administration.

Office management:

• Perform reception duties such as welcoming guests, taking deliveries, ensuring that the front of house area is tidy.
• Screening and forwarding calls and emails for all internal departments and employees.

Education & Experience Requirements:

• Graduate calibre, bachelor’s degree preferred
• Curious, learner, grower
• Confident team player
• Empathetic and patient
• Goal orientated, ambitious, driven to progress
• Zendesk, sage, chatbot
• Analytical skills welcomed